Ankit Sharma

A versatile and enthusiastic customer service specialist backed by more than 7 years of experience, who has a knack for delivering exceptional customer & product support. A proven track record of building strong client relationships and identifying opportunities to enhance the customer experience and maximize customer satisfaction ratings; with this robust customer service background, I am adept at managing multiple tasks and efficiently handling complex assignments within tight deadlines. I would like to utilize my proficient communication, technical, and keen organizational skills for achieving delivery of outstanding service.

Senior Process Associate at Tata Consultancy Services Limited (2024-02 – 2026-05)

TCS is a global IT services, consulting, and business solutions organization. I worked under the BFSI vertical for the client CITI (credit cards) and was responsible for handling inbound calls from all across Australia with a focus on exceptional customer service, providing 360-degree solutions regarding card accounts.

• Handled customer interactions daily with 0 availability time, resolved customer queries, and delivered comprehensive support for all financial products offered by CITI.
• Demonstrated excellent communication, negotiation, and decision-making skills while staying engaged with the customers. Took ownership of each customer interaction while treating them with respect and responding with empathy.
• Successfully achieved SLAs and KPIs like RSAT, AHT, and NPS. Implemented feedback to improve service.
• Recorded and updated customer information and interactions in the internal CRM or self-service portals.

Senior Representative - Operations at Convergys India Services Private Limited (2023-06 – 2023-11)

Convergys is a global leader in customer management. My role was to provide technical support and resolution through phone calls and email communication to customers in the United States for various JMPC banking products and services.

• My day-to-day responsibilities include focusing on the customer experience as I assist with transactions and self-service banking options, build rapport, and introduce customers to the One Chase family.
• Managed large amounts of inbound calls in a timely manner. Identify customers' needs, clarify information, research every issue, and provide solutions and alternatives.
• Maintained acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.

Associate Specialist - Member Services - India at The Chartered Institute of Management Accountants (CIMA) (2021-08 – 2022-02)

The Chartered Institute of Management Accountants is the global professional management accounting body based in the UK. I managed the growth of new members and retention of the member population in line with the Association's strategy in India.

• I was responsible for new member enrollment and services. Drive customer service and satisfactorily manage queries coming in through members (inbound/outbound calls and emails). Provide support to students with the procedure to apply for membership.
• Engage and interact with members on a regular basis and keep all their records up to date by monthly.

Senior Customer Service Associate at Accenture Solutions Private Limited (2019-08 – 2021-01)

Accenture is a global management consulting, technology services, and outsourcing company. I worked under e-commerce vertical for the client Amazon as a Selling Partner Support Associate. I functioned as the primary interface between Amazon and sellers in the United States, providing email and/or phone support.

• Validates end-to-end ownership of every seller interaction attached with proactive problem-solving & provides exceptional support to sellers.
• Demonstrated effective, clear, and professional written and oral communication.

Team Member Advanced at Alight HR Services Private Limited (2015-08 – 2018-06)

Alight is a leading cloud-based human capital technology and services provider. I worked for the client Bank of America in the Human Capital Management (HCM) and Payroll domains on Workday (cloud-based platform).

• Processed various HRIS tasks (business processes) related to employees' personal, job, compensation, leave & absence, and payroll data in Workday. Verifying successful job completion and exception processing for 2.9 lakh employees of client Bank of America.
• Communicated with client teams on ensuring delivery of projects & work assigned. Conducting quality audits for the team, implementing new ideas to avoid errors.
• Transitioning new processes, SOP creation and conducting training for the team. Back up creation and provide training to new hires in the team.
• Payroll: Managing all payroll-related activity for the organization and ensuring error-free and timely disbursement of paychecks and other dues to employees (Off-cycle payroll process). Real time daily monitoring of the reports generated and sending those appropriate reports to clients in a highly timely manner.

Bachelors in Commerce – K. V. Pendharkar College (2013 – 2014)